• Regularly walk around the Hotel, interacting with room guests, walk in guests, restaurant guests, and conference/banquet guests - to help understand their experience, manage their requests, and work with the Hotel team to resolve their complaints or concerns.
  
• Communicate feedback on Guest interactions to Senior Management.
  
• Work with the Team to create memorable experiences for our Guests, including managing our VIP and Guest Loyalty program
  
• Manage the Hotel Concierge desk – to assist in the Guest welcome/exit experience as well as handle their inquiries. Support the Hotel front desk with check-in and checkout procedures as needed
  
• Conduct quality assurance reviews and audits as per the Hotel’s Guest experience checklists
  
• Review survey platforms to understand Guest satisfaction trends and issues and to work on actions to improve these metrics
  
• Market the hotel products and services to improve revenue goals
  

Requirements

• Has some professional experience working in a customer service function. Previous experience working in a hotel environment, similar guest relations position, or hotel front desk is preferred, but not necessary for the role – our primary measures will be on attitude and communication skills
  
• Is a youthful candidate who is a quick learner, willing and keen to grow in the hospitality business
  
• Is passionate and committed about improving customer satisfaction
  
• Has a natural and confident ability to communicate in English both verbally and in writing
  
• Has an approachable and welcoming personality
  
• Has an ability to carefully listen and respond appropriately to demanding Guests – including handling difficult and tense situations with ease
  
• Is not desk bound - physically able and energetic to walk around the Hotel to interact with customers, perform random quality inspections, and provide feedback to senior managers
  
• Flexibility to work in a variety of different work situations in a demanding Hotel environment
  
• An “A Player” attitude - works well with others – holds themselves and others accountable – and able to contribute to finding solutions to problems
  
• Willing to support sales and marketing functions
  
• A good level of IT proficiency to quickly learn and work on hotel software systems, MS office suite, and online tools